Jira Service Management Specialist (ID5041)

New Value Solutions is a national IT consulting firm. We are seeking an experienced Jira Service Management Specialist to perform customization, configuration, and optimization of the Jira Service Management (JSM) platform. This role requires a mix of technical expertise, process knowledge, and training skills to tailor JSM workflows, automate service processes, and empower teams through effective training. This is a contract position. Key Responsibilities: Analyze business and IT service management (ITSM) requirements and design customized JSM solutions. Configure and program Jira Service Management workflows, forms, fields, automation, SLAs, permissions, and integrations. Develop custom scripts and use Jira REST APIs or add-ons (like ScriptRunner) as needed for advanced functionality. Collaborate with stakeholders to ensure JSM aligns with ITIL practices (Incident, Change, Problem, Service Request, etc.). Design and deliver user training sessions, documentation, and knowledge resources for IT teams and end users. Monitor system performance, recommend improvements, and provide ongoing support for the JSM environment. Required Skills & Experience: 3 years hands-on experience with Jira Service Management (Cloud or Data Center), including configuration and administration. Strong knowledge of Jira automation, workflows, schemes, and customization s . Experience with Jira APIs, ScriptRunner, or other Jira add-ons for advanced customization. Familiarity with ITIL or ITSM best practices and how they map into Jira. Proven ability to translate business needs into Jira solutions. Excellent communication and presentation skills; able to train both technical and non-technical audiences. Preferred Qualifications: Jira Administrator Certification or Atlassian certifications. Experience integrating Jira Service Management with other tools (e.g., Confluence, Slack, Opsgenie, monitoring systems). Background in software development (Java, Groovy, REST APIs) is a plus. Prior experience designing and delivering user training or workshops

Location: Toronto, CA

Posted Date: 6/15/2025